Re: SBS Turn-Key Operation

What I've found is that those on-site calls to residential customers open a
lot of doors to the SMBs. We do a lot of support over the phone, but if
someone asks or if we know the user and things are beyond them, I jump in
the car and head to their place.

And Russ is right - half the time I think I'm in for maybe half a billable
hour, and then everyone finds out I'm there and keep coming up with more
stuff they need help with but felt too stupid to call. The other day I
ended up with 5 billable instead of the .5 I thought I was going to get.

Another trick I worked up is when my clients want a wireless router for the
office, I've been getting them the Linksys WRV54G which supports Linksys's
QuickVPN for 5 users free. I make myself one of those users. With a quick
little app on my desktop, I can VPN in and become part of their network, and
then use XP Remote Desktop support a lot easier.

Jamie





"MWE Computers Services" <mwecomputers@xxxxxxxxx> wrote in message
news:OGEVNkikFHA.2904@xxxxxxxxxxxxxxxxxxxxxxx
> My 'compeditors' in the area are doing things like forcing the local SMBs
> to
> purchase like several servers (i.e. 1 for file, 1 for e-mail, and so on)
> and
> under-qualified workstations (i.e. max of 128 mb ram, 20 gb hds, etc). I
> just recently deployed an SBS setup and found it was just what the client
> needed w/o all the extra overhead that was recommended.
>
> I had been looking at using Tridia's Itivity product/package for total
> remote support (mid-priced, but the demo rocks), but was planning on
> setting
> up a couple of service packages -- a basic one for on-site support only
> and
> another one w/ on-site plus remote support for those that just want
> everything to 'work' (I get alot of request for something like this). Ever
> since I found that the SBS product has the remote support, I was just
> trying
> to look at the client's side for a good product and support package plan I
> could develop since I am only a one-man crew.
>
> As for the physical on-site support, thats primarly what I do now. Many of
> my customers are residental w/ a few SMB accounts. Just trying to develop
> some ideal package support plans to pull in the other SMBs, primarly the
> doctor and accounting offices in the nearby area. (I am more technical
> than
> I am sales related, thus a bit of a challenge for me).
>
> -- Michael
>
>
> "Russ Grover" <russ@xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx> wrote in message
> news:ex5C6BikFHA.708@xxxxxxxxxxxxxxxxxxxxxxx
>> Hopefully I understand this because I'm still confused on what you are
>> asking?
>>
>> if it's about Total Remote Support?
>>
>> Well Remote support is a viable option, because I do it.
>> Problem is a lot of times Remote Support of Desktop is not possible.
>> Because Desktops have network issues Video Issues and other things you
> can't
>> solve via Remotely.
>>
>> I do probably 95% of server support Remotely (Terminal Services)
>> Heck once a SBS Server is setup you really don't need a Monitor or a
>> Keyboard on it.
>> (Exceptions SP1 upgrades LOL)
>>
>> However on Desktop, I do on-site because 9 out of 10 times three other
>> people have the same issue or another.
>> Once someone knows the IT guy is there they all come running.
>>
>> Plus with Customers they often don't know what they are saying over the
>> phone, and being there in person you can read the customer and have a
> better
>> idea of what they are really saying other than what they are saying.
>> (This
>> comes from years of doing this.)
>>
>> Sure you could do Remote IT support, but There will be a time (More often
>> than not) you will have go to on site.
>> Remotely you can't see that the mouse is Unplugged, Remotely you can't
>> see
>> if Video Glitches, and Remotely you can't hear the Hard Drive and Fans
> make
>> Noise.
>>
>> Example I had a customer who kept saying my system keeps shutting off for
> no
>> reason, I checked EVERYTHING remotely Couldn't do nothing to fix it.
>> Went
>> on Site, She turned it on, the CPU fan was making a Awfully Noise, I
>> said
>> does it always do that? She said, no it Does for a while and then
>> stops...
>> Well what was happening is that the fan would make noise for a while then
>> stop, then her CPU would Thermal out and Shut down...
>>
>> People, also like "People", they like to see your smiling face, when you
>> walk in the door, it gives them a good feeling to know that there is
> someone
>> who cares, and is there to help... People even hate calling Dell,
>> because
>> you have to give your first born to get a tech to visit onsite.
>>
>> And you win more accounts when you visit in person, I got a new customer
> the
>> other day because their Support guy never came in to work, he'd try to
> solve
>> all problems on the phone or remotely. Problem is, They didn't want
>> that.
>> So they dumped him...
>>
>> So Pack up the Laptop, External USB Drive with all your Util's CD's and
>> other network test equipment and hit the road...
>>
>> --
>> Russ Grover
>> Small Business IT Support
>> Portland\Beaverton OR USA
>> Email: Sales at SmallBusinessITSupport.com
>> Website: www.SmallBusinessITSupport.com
>>
>>
>> "MWE Computers Services" <mwecomputers@xxxxxxxxx> wrote in message
>> news:%23JrdSQhkFHA.1412@xxxxxxxxxxxxxxxxxxxxxxx
>> > No, I mean do a deployment for each customer site... ie. ABC Shop, ABB
>> > Pharmacy, etc
>> >
>> > -- M
>> >
>> >
>> >
>> >
>> > "Russ Grover" <russ@xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx> wrote in message
>> > news:uaKY9NhkFHA.2852@xxxxxxxxxxxxxxxxxxxxxxx
>> >> Do You mean Share the SBS server between Multiple Customers?
>> >> If so No you can't do that.
>> >>
>> >> --
>> >> Russ Grover
>> >> Small Business IT Support
>> >> Portland\Beaverton OR USA
>> >> Email: Sales at SmallBusinessITSupport.com
>> >> Website: www.SmallBusinessITSupport.com
>> >>
>> >>
>> >> "MWE Computers Services" <mwecomputers@xxxxxxxxx> wrote in message
>> >> news:uzeaFAhkFHA.320@xxxxxxxxxxxxxxxxxxxxxxx
>> >> >I have a rather strange, but unique question:
>> >> >
>> >> > Could the SBS platform be utilized as a rather turn-key application
>> >> > service
>> >> > and support system?
>> >> >
>> >> > What I mean by this is I know of several possible clients that want
> to
>> >> > start
>> >> > up a small business (ie. real estate, pharmacies, accounting
> locations)
>> >> > and
>> >> > create/upgrade their current network environments by the
>> >> > introduction
>> >> > of
>> > a
>> >> > internal file/e-mail server and several XP Pro workstations hooked
> into
>> >> > it.
>> >> >
>> >> > My idea, if it is possible: setup a VPN router at each site, then
> setup
>> >> > SBS
>> >> > 2003 along w/ the necessary XP Pro workstations. Then use the RWW
>> >> > and
>> > RDC
>> >> > components to support these clients virtually from my home via VPN
> when
>> >> > the
>> >> > need arises and only do actual physical computer cleaning when
>> >> > needed
>> > for
>> >> > the support portion of the contract.
>> >> >
>> >> > The number of clients is around 10 to 15. Was considering using
>> >> > standard
>> >> > SBS
>> >> > release as the actual cost of Premium is a bit too much for these
>> >> > clients --
>> >> > as they wont really be doing anything external except maybe e-mail.
> Web
>> >> > hosting could be an option later on, but primarly hosted on another
>> > server
>> >> > for security and performance reasons.
>> >> >
>> >> > From a small business support and service provider -- is such a plan
>> >> > really
>> >> > viable at least for long-term retention possibilites?
>> >> >
>> >> > Thanks.
>> >> >
>> >> > -- Michael
>> >> >
>> >> >
>> >>
>> >>
>> >
>> >
>>
>>
>
>


.

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